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Mark Lockhart discusses the process of filing insurance claims, focusing on the roles of agents and claims adjusters. He emphasizes the importance of contacting the claims adjuster, whether through an independent or direct agent, to facilitate the claim efficiently. The claims adjuster's primary responsibilities include verifying your coverage, ensuring you have the right coverage for your claim, and helping you receive the necessary compensation for vehicle repairs or replacements promptly. Lockhart notes that insurance companies aim to handle claims smoothly and quickly, as delays or losing customers can be costly for them.